Experience with Vumatel installation

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SplaT

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Can someone please tell me what their experience with ordering a Vumatel installation is.

I'm having an enormous amount of trouble getting any kind of communication from them.

I have ordered a line back in early december, but so far haven't hear a peep from them. How long is a normal wait for an installation?

I tried emailing them, but emails just seem to get ignored.

Phoning them was a whole different adventure. I called a few times trying to get some kind of information out of them.

Call 1: 'Sure, let me transfer you'... Call disconnected.

Call 2: 'Let me transfer you'.... 'Agent is not available'

Call 3: On hold for 30 minutes before airtime running out.

Call 4: 'I don't have access to that kind of information, let me transfer you'... Call disconnected.

Call 5: Disconnected

Call 6: 'Okay, let me transfer you'. Gets transfered to Nandos Customer Support. (Um, what??).

Is this.... normal? Or am I just really unlucky?
 
Really unlucky.
But then, I booked the install via their web site.
 
I did too. How long did you have to wait in the end until they came back to you?
 
SplaT said:
I did too. How long did you have to wait in the end until they came back to you?
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They have been a bit behind of late and in December they had a freeze period, so that puts them further back. Have you chosen an ISP as yet? As they can escalate for you.
 
PBCool said:
They have been a bit behind of late and in December they had a freeze period, so that puts them further back. Have you chosen an ISP as yet? As they can escalate for you.
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Surely you need a fibre line before applying to an ISP?

Some don't allow you to even sign up and tell you to use the vumatel portal when first connecting to the CPE.
 
SplaT said:
Surely you need a fibre line before applying to an ISP?

Some don't allow you to even sign up and tell you to use the vumatel portal when first connecting to the CPE.
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Pick an ISP that will help you get connected... If they won't help to get you on board, do you think they will really help you once you've signed?
 
Will try. Thanks.

I'm gonna go with Cool Ideas. One of the few ISPs that actually seem to give a crap.
 
They were supposed to have my complex up and running by September 2016. Here we are when the 3rd visit was canceled on Monday with the same excuses given. Starting to think that Telkom aren't that bad an option.....
 
Segg said:
They were supposed to have my complex up and running by September 2016. Here we are when the 3rd visit was canceled on Monday with the same excuses given. Starting to think that Telkom aren't that bad an option.....
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Seriously, stick it out.

You'll pay twice as much on OpenServe and still be subject to ISPs' IPC constraints.
 
Sinbad said:
Seriously, stick it out.

You'll pay twice as much on OpenServe and still be subject to ISPs' IPC constraints.
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That's the only reason I haven't jumped ship yet, but so far Vumatel's customer service has been worse than Telkom, the call center plays ping pong when transferring my calls
 
Segg said:
That's the only reason I haven't jumped ship yet, but so far Vumatel's customer service has been worse than Telkom, the call center plays ping pong when transferring my calls
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Yes they do. It was really annoying.

So I have signed up to Cool Ideas, who was able to nudge and poke Vumatel. An hour later, Vumatel called me to schedule an installation. It's great. Guess we have to rely on ISPs to get things moving instead of trying to deal directly with Vumatel.
 
SplaT said:
Yes they do. It was really annoying.

So I have signed up to Cool Ideas, who was able to nudge and poke Vumatel. An hour later, Vumatel called me to schedule an installation. It's great. Guess we have to rely on ISPs to get things moving instead of trying to deal directly with Vumatel.
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Do that. Vumatel is not good at customer facing stuff in general. Isps have much better channels into them
 
I did it through Cool Ideas, they came within a week, spent 4h for the installation (big house where the cable had to go through the roof), did a very clean job and all was up and running right after.

Though it was almost two years ago, with their recent expansions they're probably slower.
 
Also check Twitter for your Area Vumatel representative. When I didn't get anywhere with emails and calls, I jumped onto twitter and got a response via email.
From there it was a simple case of following up (I was itching so bad to get fibre as I had told Telkom to F'off 4 months previously)

Or just go with Cool Idea's who give a damn about their clients :D
 
Their call center is ATROCIOUS. Try find the area manager, you'll have tonnes more luck.
 
So I got my ISP (vox) involved and now neither I nor the lady who is managing my account has any idea on what's happening. She's tried contacting area managers etc but has got nowhere
 
Use Twitter. You'll get put in touch with the right person quickly.

It's much easier when you have the cell number of your area's planner. A WhatsApp message every two days and you'll be online in no time:)
 
Some real bad experiences here. I was given the email address of a lady from Vumatel and she was very efficient. I email her yeaterday she replied within 3 minutes, site inspection set up for Monday.
 
Flipp So it's not only me!! I'm going through internet withdrawal here and can't get a hold of anyone at Vumatel!!
 
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